The influence of Electronic Innovation on Performance Of Three To Five Star Hotels in Kenya.

Main Article Content

sylvia Gioko

Abstract

Electronic innovation influence on performance of three to five star hotels in Kenya


Sylvia Mukenyi Gioko Department of Business Administration, Jomo Kenyatta University of Agriculture and Technology, Nairobi, Kenya


Elegwa Mukulu College of Human Resource Development, Jomo Kenyatta University of Agriculture and Technology, Nairobi, Kenya


Oloko Margarate Department of Business Administration, Jomo Kenyatta University of Agriculture and Technology, Nairobi, Kenya


 


Abstract


The hotel industry heavily depends on the development of information systems so as to adapt technology, which is the single greatest force driving change in the hospitality industry .The role of innovation in the contemporary hotel industry is significantly important in sustaining competitive advantage, innovation in the hotel industry enables hotels to adopt novel ideas, improve service processes, and enhance operational efficiency levels. It also helps the hotels in meeting the needs of their customers, earn sales and achieve profitability, engage in corporate social responsibility and maintain competitive advantages in rapidly-changing markets. The Kenya tourism sector experienced loss of revenue of 74 percent indirect international tourism receipts for 2020 translating to 37 billion shillings (336 million US dollars) loss against projected revenue of 1.34 billion dollars for the review period. In light of these, this study sought to establish the influence of e-innovation on performance of three to five star hotels in Kenya. The study adopted a descriptive form of research design. In addition, a qualitative research approach was utilized. The target population for the study was the one hundred and twelve three to five star hotels in Kenya. Multiple regression model was used to draw inference from the data collected. The Statistical Package for Social Science (SPSS) was utilized for statistical analysis. Findings reveal that e-innovation had an average of 3.7023 with a standard deviation of 0.41903. In addition, there was a significant R square value of 0.362 between e-innovation and performance of three to five star hotel. This suggests that 36.2% of variation in hotel performance is explained by e-innovation. The study recommend that greater focus on e-innovation in hotels could bring competitive advantage through increase of number of online purchases, raised customer satisfaction by time-saving.


Key words: Electronic innovation, Electronic customer relationship management, Performance

Article Details

How to Cite
Gioko, sylvia. (2021). The influence of Electronic Innovation on Performance Of Three To Five Star Hotels in Kenya. Advances in Social Sciences Research Journal, 8(4), 210-217. https://doi.org/10.14738/assrj.84.9996
Section
Articles

References

References
Chivandi, A., Chinomona, R., & Maziriri, E. T. (2014). Service Innovation Capabilities towards Business Performances in the Hotel Sector of Zimbabwe. African Journal of Hospitality, Tourism and Leisure, 6(2), 1-12.

Dzhandzhugazovaa, E. A., Blinovaa, E. A., & Romanova, M. M. (2016). Innovations in Hospitality Industry. International journal of environmental & science education, 11(17), 10387-10400.

Gray, E. D. (2016). Doing research in the business world. London. London: Sage.

Gray, J., & Rumpe, B. (2017). Models for the digital transformation. Software and Systems Modeling, 16(2), 307-308.

Ishmael, N. (2015). A Framework for Post Implementation Evaluation of e-CRM in Telecommunication Sector: The case of Orange Kenya. International Academic Journal of Information Systems and Technology, 1(5), 18-39.

Macharia , J., & Thuo, C. (2011). Serving Global Customers: Adoption Of (E-CRM) By Small And Medium Enterprises (SMES) In Kenya . International Journal of Current Research, 33(6), 270-277.

Mang’unyi, E. E., Khabala, O. T., & Govender, K. K. (2017). The influence between e-CRM and customer loyalty: a Kenyan case study. Banks and Bank Systems, 12(2), 106-115.

Makau, S., Lagat, C., & Bonuke, R. (2017). The Role of Information Quality on the Performance of Hotel Industry in Kenya. European Scientific Journal, 20.

Mwaura, B. N. (2019). Influence of Total Quality Management practices on performance of hotels; case of star rated hotels in greater Nairobi region. unpublished Master Thesis at Strathmore University, Kenya.

Ongori, J. K., Iravo, M., & Munene, C. E. (2013). Factors affecting performance of hotels and restaurants in kenya: a case of Kisii county. Interdisciplinary journal of contemporary research in business, 4(12), 897-928.

Shahram, G., & Farhad, S. N. (2013). Impact of eCRM on creating competitive advantage in hotels of Sarein. Arabian Journal of Business and Management Review, 3(4), 77-85.

Gürhan, G., Gunday, G., Kilic, G., Alpkan, K., & Alpkan, L. (2009). Effects of innovation types on firm performance. International Journal. Production Economics , 133(2011), 662-676.

Kiveu, M. N. (2019). Effect of innovation on firm competitiveness: a study of small and medium enterprises in the manufacturing sector in Nairobi city county. International Journal of Business Innovation and Research 18(3):307, 18(3), 307.
Marques, S. C., Gerry, C., Covelo, S., & Braga, V. (n.d.). Innovation and the Performance of Portuguese Businesses: A “SURE” Approach. International Journal of Management and Enterprise Development, 10(1), 114-128.

Shaw, V., Ottenbacher, M., & Lockwood, A. (2006). An investigation of the factors affecting innovation performance in chain and independent hotels. Journal of Quality Assurance in Hospitality and Tourism, 6(3-4), 113-128.

Schumpeter, J. A. (1983). The theory of economic development. An inquiry into profits, capital, credit, interest, and the business cycle. Germany: Cambridge: Harvard University Press;.

Zhang, J., & Enemark, A. E. (2016). Factors Influencing Business Performance in Hotels and Restaurants. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 1, 1-20.

DB Error: Unknown column 'Array' in 'where clause'